Services Books

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

This book provides a clause-by-clause analysis of ISO 9001 and it contains all the knowledge you need in order to understand this standard and to formulate strategies for compliance. It does not cover detailed theory or procedures for certain themes such as customer satisfaction measurement, sampling, or statistical process control. This should be the first book you read if you wish to implement an ISO 9001-compliant Quality Management System.

If you consider ISO9001 more than a paper on the wall then you should read this book. The author tells you what to do rather than a detailed prescription of how to do it. But more important he explains the reason of each ISO9001 requirement. This helps anybody that works with this standard to think about what the rational behind and how does this fit in each business.

Everybody should understand first and implement after and that's the purpose of this book: to deeply understand the standard in order to create or transform your management system (and by this way the quality system) into a customer driven management system

The material was just what I was looking for and the service from Amazon was excellent. Received my order ahead of schedule.

Thank you for the excellent service.

With the introduction of the ISO 9001:2000 standard, a number of publications offering ideas, advice and assistance to anyone who have been charged with implementing quality systems, have made their appearance on the bookshelves. The ISO 9000 Quality Systems Handbook 4th Edition, by David Hoyle is one of the best I have read on this subject. In this 4th edition, David analyzes each section, clause and requirement of the ISO 9001:2000 standard in detail.

David Hoyle has over 30 years experience in quality Management and has authored or co-authored more than five books on ISO 9000. He is also the director of Transition Support, a firm that provides training and consulting in business improvement.

The book is easy to understand and is suitable for students, managers, instructors as well as auditors. The novice ISO practitioner as well as the seasoned ISO 9000 enthusiast will find this book a valuable tool when implementing ISO 9000 quality management systems. For those making the transition from the 1994 version of the standard, this book helps to point out the changes from the 1994 to the 2000 standard.

The standard has changed considerably. In the 4th edition, the meaning of each of the requirements of the ISO 9001:2000 standard is explained in detail and some of the sometimes confusing ISO language is clarified. The author explains why each of the requirements is necessary. He shows how each requirement links to the eight quality management principles on which the ISO 9001:2000 standard was based. The book gives practical guidance on implementing each requirement. This is the strong point of the book.

After introducing some basic quality concepts, the book explains the role, the origins and application of the ISO 9000 family. The succeeding chapters, 4 through 8, correspond to each of the five sections of the standard. This makes it easy when looking for help in understanding and implementing a certain requirement of the standard.

The 4th edition has a summary, a questionnaire that provides food for thought for the reader, and a list of references at the end of each chapter. A glossary and a list of related websites are included in the appendix.

The 4th edition of ISO 9000 Quality Systems Handbook will find a permanent place on your desk. Auditors will find this book indispensable.

"ISO 9000 Quality Systems handbook" is an excellent book on the effective implementation of quality management systems. The book is well written in simple/plain English that should make it easy to follow and understand by any reader.

The book was written by a very experienced practitioner in Quality Management Systems, the author (David Hoyle) having over three decades of experience in the field. This is an indispensable book for those implementing ISO 9000 Quality Management System. The reader will, among other things, understand the difference between the previous procedure approach to the current process approach to quality management. The reader will learn what the ISO 9000 requirements mean, why they are necessary and how to implement them.

The other critical features in the book includes a summary and questionnaire to reinforce the reader's knowledge and understanding as well as comprehensive list of references that should be very useful for those who need to explore the subject more widely.

The book is recommended reading for people involved in the implementation of ISO 9000 for enhanced organizational performance, particularly managers, designers, auditors, instructors and students of quality systems.

This book was given to me by a dear physician friend and was the perfect gift to start understanding the "curse of Diabetes" in our family. I in return also had given this book to other friends that I consider could benefit of it; to learn and understand more about Diabetes, it's diagnosis, control, care to live with it, and their imminent complications when we do not follow our doctor's recommendations. This is a very thorough and easy to understand book that should be in the hand of anyone already diagnosed or when Diabetes runs in the family

This is the first book about diabetes that I read, after being diagnosed with the condition myself. It was a useful, tough-love experience. The authors discussed all of my excuses for not doing the right thing by my pancreas, and talked to me gently but firmly about monitoring my glucose levels, exercise, and nutritional therapy. A long chapter is devoted to the link between depression and diabetes, and the emotions that a patient plays through when first diagnosed. I didn't even think about the psychological effects when my various friends were diagnosed with the disease--one of them has had diabetes for over 20 years and is now giving herself insulin shots.

Sorry, Jan, CJ, Dennis, and Cathy. I had to learn the hard way about dealing with the psychological aspects of a diagnosis of diabetes. This book helped me through the various stages--I didn't stay in denial very long (evidently some diabetics pass away before admitting that they have the disease and need to treat it), but the authors did talk me out of blaming my grandmother (deceased these twenty years) for `bringing' diabetes into the family.

Incidentally, the chapter on "The Genetics of Diabetes" is fascinating. Type II diabetes (the kind you usually get when you're old and fat) is actually "much more strongly determined by genetics than is Type I." (Thanks, Grandma).

This guide was first published in 1997, before the glucose level for diagnosing diabetes was dropped from 125 mg/dl to 100 mg/dl, but the authors were already using 115 mg/dl as the criterion in their own practices. They hint that a new diagnostic specification is coming, then get on with the book. Both Type I and Type II diabetes are fully examined, along with Gestational Diabetes Mellitus (which has a whole chapter to itself).

The causes of diabetes, its symptoms, and the goals of treatment are explained in very clear language--you might not like what you're reading (diabetes is for life), but you'll be able to understand it. If the book makes you too cranky, be sure to check out the part about what happened to diabetics before insulin was discovered and extracted from pancreatic beta cells. The hardest chapters for me to read were the ones on diabetic complications, e.g. "Diabetic Eye Disease," and "Hardening of the Arteries."

The information on "Living with Diabetes," "Families Who Live with Diabetes," and those dealing with health care professionals, the U.S. Health Care System (or lack of one), and "Employment and Diabetes" will probably prove to be the most useful in the long run, but I recommend reading the whole book. If nothing else, I came out of it with a whole new (and much improved) attitude about monitoring my glucose level.

An excellent basic reference and a recommended pick for both public and school libraries, the large print edition of Dr. Christopher Saudek, et.al.'s Guide To Diabetes assures that audiences who need it will be able to read it. From handling psychological problems to dealing with daily maintenance routines, this is packed with practical information. The large print edition of Dr. Cassel's will reach a wide audience and will prove a listing contribution to libraries. All eye disorders and health issues are covered here, with treatment options and symptoms thoroughly surveyed in an easy-to-understand manner. Highly recommended.

If diabetes has entered your life because of your own health or the health of a loved one you need to get a lot of information in order to control the disease as best as you can. This book is a GREAT place to start.

The book provides a good overview of what diabetes really is and why it is so destructive. But MUCH MORE important is the help it gives us in understanding how the disease impacts the way one lives. If the diabetes is responded to constructively the situation can be improved. Depending on the severity of the condition it can be improved a little bit to, in a mild case, something like normality. Most are somewhere in the middle.

The danger is to ignore the condition. This book can help make clear all the good things that can come from responding positively to the condition and gives helpful information on how to do that. And you can find specific information very quickly because the book is so thoughtfully organized.

_Fear is sometimes a positive force. In moderation, it can motivate people. Realistic fear of complications can strengthen your resolve to take the best possible care of yourself...The key to making your fears work for you..is to keep reminding yourself of the positive. The power to control blood sugars...improves everyday_. (p217)

Two months ago, I was diagnosed with diabetes. Since then, THE JOHNS HOPKINS GUIDE TO DIABETES has been my handbook and I feel fortunate that Christopher D. Saudek, M.D. and his staff have developed such a valuable tool. It is extremely easy to use, yet covers completely the topics associated with successful living with diabetes.

The Preface states, _This book grew out of our experiences in caring for people with diabetes, particularly at the self-managment program of the Johns Hopkins Diabetes Center. Much that we discuss in this book is drawn from the material used in our teaching sessions -- and indeed, from the material taught by diabetes educators throughout the country_.

I appreciate the self-management program promoted in this text. _A central theme of this book is that [I] can live a long and healthy life with diabetes, but it is a dangerous disease to ignore_. (p4) I learned that the diagnosis of diabetes is objective and ammoral, based solely on the level of glucose in the blood. Knowing that it really does not matter how my blood glucose levels got to be the way they were helped me to accept that something needed to be done to control them. I was able to adjust to daily life with diabetes, learning that I can in fact cope with it.

Understanding Diabetes is the first part of this book and the first part of successfully controlling this disease. The bulk of this book is in the next part, Controlling Diabetes. Their approach to goal setting is representative of this book's healthy attitude:

_We are talking about redefining the quality of life. We admit to looking through rose-colored glasses, downplaying the things you can't do or eat that you used to love. There's no denying that some things ought to be avoided some of life's patterns ought to be adjusted. But none of this has to impair your quality of life. You have the choice. You define quality. You set the goals._ (p36)

If you are interested in controlling your blood glucose levels, this text can show you how.

There is a strong spiritual component that comes into play when changing behaviors. The task of accepting the realities of diabetes; turning from destructive behaviours and turning to life-affirming behaviours is at the crux of repentance. Moving from denial to acceptance requires an element of faith. Faith in the diagnosis, faith in the cure, and faith in ourselves that we are able to take up the task day after day with a fresh re-commitment. My experience with diabetes has strenghtened my own spiritual confidence. The hard won changes to my glucose levels has given me confidence that I will be able to control other parts of my life.

PEACE

This is the first and only Victoria Holt book I have read yet. I love mysteries and read them often. Of all mysteries I have read this is one of the best. I liked it so much sometimes I would stay up into the early hours of the morning because I could not put it down. It is a wonderful book, give it a try.I have plans to read many more of her books. She is one of the top authors on my list of favorite authors.

This book is good at keeping you in suspense. Dallas Lawson is a painter who goes to a country estate wich belongs to a mysterious and aloof man(the comte)durring the 1800's. Where she is thrown into mystery and adventure. She went there to find a job of restoring paintings only the job of restoring wrong doing has found her. I highly recommend this book. Its the kind of book to read on a dark rainy day or anytime for that matter.

This book is good at keeping you in suspense. Dallas Lawson is a painter who goes to a country estate wich belongs to a mysterious and aloof man(the comte)durring the 1800's. Where she is thrown into mystery and adventure. She went there to find a job of restoring paintings only the job of restoring wrong doing has found her. I highly recommend this book. Its the kind of book to read on a dark rainy day or anytime for that matter.

King of the Castle is a classic Victoria Holt suspense novel: a young heroine visits a strange locale, gets caught up in a series of mysterious events, and becomes romantically involved with someone who may be a murderer. In this case, the protagonist is Dallas Lawson, who, at the age of 28 and unmarried, is left bereft after the death of her father. In desperation, she accepts (under false pretenses) a commission which had been offered to her father three years before: the restoration of paintings at a French chateau. But of course, once she arrives, she finds much more than she bargained for: the unsolved mystery of the lost family emeralds, which disappeared during the Revolution; a wayward teenage girl who may actually intend her harm; rumors that the Comte of the chateau murdered his wife; and of course, the enigmatic comte himself. As always, Holt's storyline is both interesting and engaging, although those who have read many of her books may find the progression of the plot to be somewhat predictable. However, the ending definitely comes as a surprise in this enjoyable historical thriller.

I just finished this book (my 12th Victoria Holt novel!!) and like always, she can spin a tale of gothic romance like no one else. I wish, God how I wish, this talented woman was still alive and writing, because no one did it better. Her sense of detail, setting, people, is just so lush and vibrant. This novel is set in France and revived my interest in French culture! This is also a fast moving book, full of energy. You will love it! If you have never read Miss Holt, read this, Mistress of Mellyn, and On the Night of the Seventh Moon and just see how quickly you become a huge fan!

First there was the Thomas Guide, then the book on shortcuts and now finally LOS ANGELES FIRST CLASS. I have been working in the entertainment indusrty for ten years and this is the answers to hundreds of questions that I needed to answer and FAST. From jets to pets, every chapter of this book is filled with useful information and the companies included are people who are going to get things right the first time. My only fear is that my boss gets her hands on it, it's user-friendly layout makes it too easy.

This is a wonderful compilation of shops and services that celebrities have patronized. Ms. Elias has done a wonderful job putting together her career experience with Hollywood stars by divulging their little secrets on where they shop for toys, where they dine, where and who does their hair and other goods and services that they take advantage of.

You'd be surprised at some of the places they go. You may just run into these stars buying Barbies or getting a bikini wax next to you. Can you imagine a hairstylist using the same pair of scissors that were used on Bette Midler to cut your own hair? Or Bette Midler's mermaid tail brushing up against your dinner jacket at the dry cleaners?

Even if you don't use the book for needed services, it's a fun peek into the lives of your favorite celebrities. Buy this book!

This book is a fabulous, time-saving resource for all Angelinos. Worth the read for usefulness and great entertainment! Highly recommend.

Although I can only afford to use this resource occasionally,
I have many friends who are already turning to this conscise, well written reference book on a frequent basis.
Bravo Ms. Elias!

I've worked as a personal assistant for over 15 years and this book contains exactly the information that has taken me 15 years to compile AND MORE! Anyone who works for people who expect the best should buy this book and impress their boss by having all the best resources! This will save any assistant years of research and the added benefit of the peace of mind in knowing that everyone listed in this book are competent of delivering on their promise.

Paula McLain's Like Family is a riveting story of three girls' lives as they move from one house to another in the Fresno, California foster care system. Many altering factors lead to the girls' entry in the foster system, including the imprisonment of their father, the abandonment by their mom, and the incapability of their grandma to take care of them for long. The girls deal with many different obstacles in their foster homes including strict rules, sexual exploitation, and deprivation of water! The life-altering events are written in extremely descriptive and graphic detail that capture the reader's attention and don't let go. I'm not normally a reader of non-fiction novels; I generally find more interest in fiction books. However, as soon as I opened this book to the first page, I discovered that even non-fiction books could be entertaining and enjoyable. I couldn't put the book down, from start to finish. It was a dramatic, funny, emotional book that I would recommend to any girl or woman (Guys wouldn't like it much, I'm sure!).

Paula McLain's account of her childhood is compelling reading. I am deeply concerned with the dismal state of the foster care system and the impact of it on our community's children. I have also been a foster parent. Ms. McLain's writing is powerful and personal, a beautiful and touching memoir allowing the rest of us to experience the abysmal consequences of parenting taken too lightly (by biological parents or misguided fosters or officials entrusted with responsibility). The reader does not have to have a specific interest in this topic to be moved and gain value and insight. Ms. McLain takes full responsibility as an adult to have her own life work, even with the vestiges of her childhood forever present. No whining here, which makes it all the more powerful. A quick read, highly recommended.

Paula McLain's book is excellent. It deals with an extremely tough subject in an honest, heart-wrenching, sometimes funny, but never "feel sorry for me" manner. It was well worth every second I spent reading it.

What sad, sad childhoods the three sisters in Like Family had. This compelling tale may break your heart or inspire you to become a GOOD foster parent; what it won't do is leave you unmoved. Read this beautifully written book and weep.

Poet Paula McLain's memoir of growing up among foster families because of her ex-con unreliable father, and a mother who took off for the movies for sixteen years, is an American tragedy with a bittersweet ending.

McLain's characters, the people she meets during her harrowing journey through a foster-care system increasingly gone mad, are both abusive and pitiable, criminally unfit to be their own children's parents, and yet as adrift as Paula and her two sisters, Penny and Teresa. McLain's prose is a long-overdue love letter to her wry, spunky, strong personality, the children and families rebelliously proud of their differences in mainstream America, the love coming from real parenting such as McLain's father's ex-wife Donna, McLain's churchgoing Granny, and the kindly Fredericksons, a foster family for the McLain girls, the forgotten Americana of the 1960's and 1970's, the heartbreak of teenage girls looking for love in sexual embraces, and most of all, the unbreakable bond between McLain and her sisters, Penny and Teresa, who are as fascinating as she is.

Even McLain's absent mother, who returns miraculously out of the blue, as often happens in real life, gets sympathetic treatment. A brilliant, complex memoir.

We got this at the library and my 3-year-old likes it a lot! Enough text for her without being overwhelming, and the illustrations are wonderful. I like the size of it, and it has been a relaxing read before bedtime. It does help settle my little one down for the night. :)

My toddler loves this series, they are the cutest stories and the best illustrations, well worth the time and money to get all of them in the series!

My daughter loves this book. The illustrations are beautiful & the colors are very vibrant. We read it almost every night.
She just turned one three weeks ago and she actually wanted to read it again this morning after breakfast!

My 18 month old has had this book for 7 months. She absolutely adores it. We not only read it at bedtime but whenever the mood arises. She carries the book around and would sleep with it if we let her. The story is wonderful and the pictures inside are so sweet and beautiful. My little one will sit and "read" her book through the pictures all the time. A great one to have around for bedtime. Plus it's not real wordy. The perfect bedtime read.

My favorite bedtime book for my daughter. My three-year-old now has the book memorized and "reads" it by herself before I ever get to her room. Once again, Derek Anderson brings the story to life with his brilliant, dual-page illustrations -- when the ducklings yawn, I can't help yawning myself. Perfect amount of text per page. Also helps children to not be afraid of nightime sights and sounds. Sure to become a classic, if it's not already.

I have been in medicine for 32 years and this is one of the best books I have ever read in regard to medicine. We get so focused on the problem as a part that we become blinded to the patient as a whole. The more technical we get the further away from the patient we get. And yet I have seen what a difference it makes to "lay on of hands". Remember you should always touch the patient no matter if it is just to shake hands. We are creatures of touch not of electronics and lab results. I would recommend that this be read by everyone in the medical field.

I just recently ran across this book, not having been aware of its existence. It took awhile for me to get through it, because it was filled with so many riveting stories, and each story is such a teaching. I wish I had had such a courageous role model when I was in medical school. Dr. Lown's words empower me even more now, as I practice Mind-Body medicine. Abby Caplin, MD. San Francisco, CA

I was assigned this book in an East/West compartive medical class for College, and everybody loved it not just as a literary work but guide to life. Lown shares an ability with Dr. Andrew Weil in that his compassionate and balanced philosophies on life and medicine are backed up and validated by hisscientific knowledge. This book is just as much official text as it is commentary. Most anyone with an interest or passion in medicine or the healing arts would find enrichment from "The Lost Art of Healing."

I bought a copy for myself, and now I am trying to give a copy to everybody I know who is involved in patient care. Most of us went into the medical field with noble aspirations to take care of others and in doing so, to grow ourselves as human beings. The process of going through a medical education debases in many respects our initial aspirations. I read this book and found myself recentered. Dr. Lown approaches medicine as an opportunity to glean from the people for whom he cares. The book is filled with anecdotes gathered from decades of doctoring. The stories lead the reader along the same journey that the author has taken in coming to a sense of himself as a healer. The characters whom have filled his life are interesting and the story of Dr. Lown's personal journey from medical student, to researcher to teacher and master clinician, is fascinating. I highly recommend this book. It has changed the way that I approach my work and given me a zest for opportunities to grow in this profession.

In a profession dominated increasingly by science and technology, it is heartening to hear a courageous voice who spoke forcefully and emphatically against the dehumanization of medicine and for the urgent need to return to the traditional ethos of medicine. This coming no less from a physician of Dr Lown's stature and credentials, a technological wizard who had given the world the first cardioverter and DC defribillator. and yet managed to stay aloof and above the lure of medical scientific and technical sophistry which had captured the awe and fantasy of many of today's medical students and doctors alike. Debunking the myth of the omnipotence of clinical medicine, Dr Lown sought to reconcile the divide between the art and science of medicine, advocating a more humane approach towards the management of patients. He is both a philosopher and a healer, equipped with an open mind and divergent mindset extending beyond the normal confines of medical practice. As a young medical student struggling with the heavy workload imposed by an explosion of medical scientific knowledge, Dr Lown's book is thought-provoking and inspiring, a timely reminder that knowledge and academic grades are merely a means to an end and that human qualities such as empathy, compassion and a sound understanding of the human condition is not only crucial in medical practice, but must be reinforced and developed in the impressionable medical student navigating through rigors and constraints of his studies and training.

This book is a good resource for managers trying to develop brands where experience accounts for and important portion of the value perceived by the customer.
It is well structured, goes beyond the obvious.

As the CEO of a software company, I have been searching for PRACTICAL advice for enhancing the experience for our customers. Most books I have seen are full of theory and are basically worthless. If you don't walk away from this book with a list of action items, then you obviously don't care about serving your customers.

I believe that this book will be on my desk as a reference for a long time. It will take a couple of years to implement all that I learned.

Definitely worth the read!

Actually, the title of this book is somewhat misleading because Smith and Wheeler have as much of value to say about how to create an appropriate customer experience as they do about how to manage it effectively. In fact, the two are not only connected, they are interdependent. The ultimate objective is to establish an ever-increassing critical mass of customers who are "advocates" or as Ben McConnell and Jackie Huba would characterize them, "evangelists."

Obviously, customer relationship management (CRM) is a multi-stage process which begins with obtaining sufficient and relevant information about the target customer (or customer segments), proceeds through the design and implementation phases, continues with refinement and modification based on rigorous evaluation of CRM initiatives and measurement of their impact. Effective marketing creates or increases demand for whatever is offered whereas effective CRM ensures that "customer satisfaction" becomes "customer loyalty" which, eventually, becomes and remains "customer advocacy."

At this point, it is worth noting that, in several dozen research studies on what customers consider to be most important, three attributes were almost always ranked among the top five: feeling appreciated, convenience (i.e. easy-to-do-business-with or ETDBW), and perceived value. Cost? Depending upon which research study is consulted, it was ranked 9-14 in importance. By the way, Warren Buffett once observed something to the effect, "Cost is what you charge but value is what they think it's worth." Marketers and service providers would be well-advised to keep that in mind.

Credit Smith and Wheeler with providing a remarkably thorough analysis of how to manage the development of relationships with customers which evolve from their satisfaction to loyalty to advocacy. As Bernd Schmitt correctly notes in the foreword, "Towards the beginning of this book, the authors distinguish two key routes toward a Branded Customer Exerience: `experiencing the brand' and `branding the experience.' Experiencing the brand...begins with the brand, turns it into a promise, and delivers on it. Branding the experience is about creating an innovative experience for customers and then branding it.."

Starbucks offers an excellent example. Under Howard Schultz's leadership , the international chain of gourmet coffee shops demonstrates how to combine "excperiencing the brand" and "branding the experience." The result is that Starbucks has become, as Schultz proudly notes, not a "trend" but a "lifestyle." Perhaps no other organization treats its part-time employees treats better (both compensation and benefits) and they reciprocate with a consistency high level of service (both competence and cordiality) and thus function as - yes - advocates. According to Schultz, "What we've done is said the most important component in our brand is the emplopyee. The people have created ther magic. The people have created the experience." Appropriately, Schultz entitled his autobiography Pour Your Heart Into It.

One final point. Most organizations which have problems retaining valued customers probably also have problems retaining valuable employees. Hence the even greater relevance and value of what Shaun Smith and Joe Wheeler share in this book. Peter Drucker once observed, "If you don't have a customer, you don't have a business." There corollary to that insight: "If you don't employees who are competent and cordial as well as committed to the enterprise, you won't have any cuistomers."

Those who share my high regard for this book are urged to check out McConnell and Jackie Huba's Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force, Leonard L. Berry's Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success and On Great Service: A Framework for Action as well as Theodore Levitt's The Marketing Imagination (which includes his classic HBR article, "Marketing Myopia"), Kenneth E. Clow and Donald Baack's Integrated Advertising, Promotion, and Marketing Communications (Second Edition), George E. Belch's Advertising and Promotion: An Integrated Marketing Communications Perspective, P. R. Smith and Jonathan Taylor's Marketing Communications: An Integrated Approach, and Noel Capon and co-authors' Total Integrated Marketing: Breaking the Bounds of the Function.

Also, Irving Rein and co-authors' High Visibility: The Making and Marketing of Professionals into Celebrities, Kellogg on Marketing (edited by Dawn Iacobucci), Kellogg on Integrated Marketing (co-edited by Iacobucci and Bobby Calder), and finally, Harry Beckwith's What Clients Love: A Field Guide to Growing Your Business.

We do Graphic Design for Restaurants which is all about "The Experience". We have not only started using some of the suggestions for our own firm, but are purchasing copies for clients as Christmas presents.

I bought this and several other books on this topic of a project at work. This so far has been the most comprehensive and thoughtful book on the topic. There are plenty of templates and workflows to help a team frame their customer experience goals and is supplemented with substantial facts and figures that resonate with executives. This book will provide me with much of what i need to clearly articulate these ideas to my leadership (as i build yet another powerpoint deck to do so).

My only gripe is that while many of these themes transcend time, we need a good 2008 version of this thinking that incorporates the huge changes in the internet and pervasive connectivity. References to technology were very light, i'm assuming so as not to seem outdated in this fast moving world.

Although the typos are numerous, this book is an excellent guide for SharePoint administrators. SharePoint users probably won't want to wade through all the technical details included in this book so it shouldn't be difficult to keep it on the administrator's desk. If you get just one book, get this one!

I should have read all the reviews on this. I thought it was a developer book. But having said that, I thought this book is quite informative to developers as well. There are some very minor typo errors but, as another reviewer said, I like the style of the author in the way he presented and discussed the subjects. I also like the timing of the small (and what I call) a "diversion" section where he mentions other things that may be somewhat related to the topic he was currently discussing.

Overall, I'd recommend this book as a companion book if you are a developer. Very good admin reference! It is probably the best one at the moment.

If you are looking for a book that will actually explain how to install a single server or farm, this is it. The author goes into great detail, including how to set the SQL server permissions. Every SharePoint administrator should have this book. It is more useful than even the Microsoft Office SharePoint Server 2007 Administrator's Companion.

The best book on SharePoint Services 3.0 and I have read just about every book about SharePoint Services. Bookmark her blog at [...]. Also get Inside Microsoft Windows Services 3.0 by Ted Pattison and Daniel Larson and Microsoft Office SharePoint Designer 2007 Step by Step by Penelope Coventry.

I come to this as a database developer with 25 years experience and with absolutely no knowledge of SharePoint. I rarely write a review. But on this book, I had to do so.

When I first started to administer and develop in SharePoint, I knew nothing about it. So I got 5 books. I still use one other book (the development book) for the heavy lifting but most of the time I use Mastering Windows SharePoint Services by Callahan.

I have several friends in other organizations that administer SharePoint. The ones who have training and knowledge love it. Those that do not, hate it. This is one way to get that information.

First, Callahan shows in detail how to install and secure SharePoint as he lists the underlying functions such as email, searching, and accounts.

Then, one command at a time he takes us through the process of all the services - lists, libraries, web parts, work spaces, and others.

Next, he demonstrates how granular the rights and privileges can be given. Specific users can see, access, use, or modify exactly what the site director decides while he monitors the activity.

Each step of every example is demonstrated throughout. Then the background information is discussed in depth.

Whether you are new to SharePoint or you are an administrator on it, this book will answer most of your questions.